Posted: Fri Apr 04, 2014 10:50 pm Post subject: Escalation to the next level of support - best practices

I am looking at revising our incident tool and the analyzing the use of the tool by 2nd and 3rd level (both internal). Is it best practice to have these group use and update the tickets themselves in real time or should the service desk manage those updates? We are a 24/7 shop.